Reays Coaches Limited (the Company)
Please read these conditions of carriage carefully and if they do not meet your requirements a full refund will be granted within 7 days of the date of your booking (48 hours in the case of bookings being made within 28 days of departure). These conditions of carriage set out clearly and simply the responsibilities which we have to you and which you in turn have to us.
You may book an excursion (or concert/event) by visiting one of our offices, or by telephone 016973 49999 or on our website www.reays.co.uk.
For day excursions full payment is required at the time of booking, but seats can be held on option for 7 days (48 hours within 14 days of departure) pending receipt of payment. For concerts a deposit of £40 per person is required at the time of booking, the balance is due 6 weeks before departure.
Payment may be made by cash, cheque or credit/debit card.
Your booking will be confirmed by the issue of a booking confirmation showing your pick up point, time and seat number(s).
If, after your booking confirmation has been issued, you wish to transfer to another of our day excursions we will do our utmost to make the changes, provided that notification is received at our offices from the person in whose name the booking was made. This must be accompanied by a payment of £5.00 to cover administration costs.
Any alteration by you within 14 days of departure will be treated as a cancellation of the original booking and will be subject to the cancellation charges set out below. Other alterations such as the addition of requests or change of pick-up point must be notified and accompanied by a payment of £5.00 to cover administrative costs.
Changes of pick-up point or any additional special requests cannot be guaranteed within 14 days of departure. If your booking includes a ticket for an event, show or concert, it may not be possible to change this in which case a cancellation charge as detailed below would be payable.
You, or any members of your party, may cancel your excursion at any time provided that the cancellation is made by the Lead Passenger in whose name the booking was made. Any cancellation by you will be treated as a cancellation of the original booking and will be subject to the cancellation charges set out below, which shows the period before departure within which cancellation is received and the relevant amount of cancellation charge as a % of the excursion price.
Period before departure date
Cancellation fee (percentage of total package cost)
Day trip balance payable on booking, non-refundable
The cancellation fee for all day trips is 100% regardless of the notice period given prior to departure.
Period before departure date
Cancellation fee (percentage of total package cost)
More than 56 days
Loss of deposit
49 - 56 days
Less than 49 days
NOTE: If the reason for cancellation is covered under the terms of an insurance policy, you may be able to reclaim these charges.
The arrangements for our excursions are made many months in advance. Sometimes minor amendments (such as to departure times or pickup points) are unavoidable and we reserve the right to amend details when required. We will do our best to keep you informed. For major amendments, such as cancellation due to insufficient bookings, passengers will be offered the choice of an alternative tour if available, or a refund in full of all monies paid. Either way, the company shall be exempt from any further liability.
Your booking confirmation clearly shows the departure point and time. Please check this carefully. You are responsible for ensuring that you are at the correct departure point at the correct time, and we cannot be liable for any loss or expense suffered by passengers because of their late arrival at any departure point.
All drivers have a list of passengers joining at each pick up point shown on customers' booking confirmations, and in the event of customers not being at the arranged point will make every endeavour to trace them. The coach will wait a reasonable time, but if a customer is delayed or not able to join the coach, early notification will avoid unnecessary delay and inconvenience to other passengers.
We arrange departure times to give reasonable allowance for delays which may be incurred en route to venues. In the event of delays beyond our reasonable control (e.g. accidents/roadwork's etc.), liability is restricted to returning you to your point of departure.
Where you are delayed for more than 12 hours in any 24-hour period, we will seek to minimise any discomfort and where possible, arrange for refreshments, meals and accommodation, but this cannot be guaranteed.
In the event of mechanical breakdown of the coach or any other transportation involved in the tour, we will attempt to locate an alternative conveyance as soon as possible. Please note any replacement vehicle may not be of a similar standard and such delays may result in the necessary amendment to the original tour itinerary. We do not accept any liability arising as a result of travel delays.
(Show castings where applicable)
We are unable to guarantee that advertised or particular performers will appear in any show or concert, and no refunds will be made unless offered by the supplier / promoter.
The right of admission to any event is reserved to the promoter. The company will not accept any liability or offer any refund or compensation in the event that you are refused entry to a venue by nature of your behaviour or demeanour (e.g. being drunk or under the influence of alcohol, being, or appearing to be, under the age limit for admission, acting in such a manner that you are refused entry). You must be prepared to be subjected to a security search of your person and belongings.
In the event of a show/event being cancelled twelve hours or more before commencement of the performance, we will make every endeavour to contact clients to inform them of the cancellation. The company will endeavour to obtain a transfer subject to the promoter offering an alternative date or providing a refund in full.
Children of 15 years of age and under must be accompanied by an adult. However, children 16 years of age may travel unaccompanied with the written permission from a parent or guardian, but this does not qualify them to accompany other children under the age of 16 who do not have parent or guardian permission.
Regardless of the above, there may be other age limitations imposed by the organisers of an event, show or concert. On some excursions a reduction in price may be available for children and seniors. See individual trip details.
Coach seats are normally allocated at the time of booking and subject to availability at that time. However, seat locations cannot be guaranteed because occasionally it may prove necessary to reallocate seating due to circumstances beyond our control.
Although you will be provided with anticipated details at the time of booking, these cannot be guaranteed and may change due to circumstances beyond our control. If you have a special request, we will do our best to help, but we cannot guarantee that it will be fulfilled. Please inform us of your request before you make your booking.
We reserve the unconditional right to refuse a booking or terminate a customers booking in the event of unreasonable conduct which in our opinion is likely to cause damage, distress, danger or annoyance to other customers, employees, property or to any third party. If you are prevented from travelling or continuing your excursion by such a termination our responsibility for your excursion thereupon ceases. Full cancellation charges will apply and we will be under no obligation for any refund, compensation or loss which you may incur.
Should you or a member of your party have any medical condition or disability that may affect the excursion, or theatre booking, please advise us prior to confirming the booking so that we can advise as to the suitability of the excursion or theatre arrangements. If a passenger requires assistance then they must travel with an able bodied carer or friend. We will make every effort to accommodate the passenger. Please advise us in advance if you intend to use a wheelchair and / or mobility scooter as spaces are limited.
If you have a complaint during your excursion, please inform, in the first instance, the supplier of the service and then inform our driver/host who will do his/her best to help you there and then. If the matter is not resolved on the day you must notify us in writing within 7 days of the completion of your excursion and this must be sent to Strawberry Fields, Syke Park, Wigton, CA7 9NE.
Failure to establish your complaint immediately in accordance with the above procedure may affect the outcome of it.
In view of the relatively high cost of some of our inclusive day excursions, we strongly recommend that our clients are covered by personal travel insurance. Please ask a member of our sales team for details.
All our tours are subject to minimum numbers. On rare occasions we may have to cancel the holiday arrangements offered or booked, owing to insufficient numbers. Should this occur, passengers will either be offered an alternative booking, or all monies will be refunded. Notification will be about 6 weeks before departure.
From time to time, for operational reasons, it may be necessary to substitute the allocated vehicle for another. In these circumstances, we will endeavour to use an executive coach with a similar specification as that advertised in the brochure. We therefore reserve the right to alter a coach seating plan and allocate seats, other than those you have booked. Please note that on single bookings, it may be necessary to seat another person on the adjacent vacant seat.
2 or 3-point seatbelts are provided on all coaches for your safety. It is a legal requirement for all passengers over the age of 14 to wear seatbelts, however, we strongly advise for any passenger travelling that where seatbelts are fitted, they are worn.
The Hirer may fit our vehicles and other property with CCTV to provide added security, monitor the conduct of customers, monitor service quality, to assist us in the process of deterring smoking, vandalism, fraud, theft, anti-social behaviour and attacks on our employees and other individuals, and in support of relevant criminal and civil legal proceedings and complaint investigation. All CCTV equipment and its operation complies with the GDPR 2018 Regulations (including the CCTV Code of Practice) and any subsequent amendments.
Images of you may be provided to the police, DVSA, the Traffic Commissioner or any other enforcement agency at their reasonable request, whether to be used as evidence in prosecuting criminal activity or in assisting the identification of individuals or otherwise.
Cameras are located in those areas where the Hirer has identified a need and where other solutions are ineffective. The Hirers CCTV system is used solely for purposes(s) identified above. In areas where CCTV is used the Hirer will ensure that there are prominent signs placed at both the entrance of the CCTV zone and within the controlled area.
The data controller, Nicola Reay, has responsibility for the control of images and deciding how the CCTV system is used. The Hirer has notified the Information Commissioners Office of both the name of the data controller and the purpose for which the images are used.
We ask that you limit your luggage to one medium-sized suitcase per person, weighing no more than 20kgs (44lbs). A small holdall may be taken onto the coach if required. We cannot accept responsibility for loss or damage to luggage, unless it is established that it was caused by our negligence.
If you have any specific requirements such as low-floor/non-smoking rooms or diet, please mention these at time of booking. We will try our utmost to accommodate them. Unfortunately, many hotels overseas do not provide adequate facilities for guests with mobility problems or who suffer from certain disabilities. But whether you are planning a holiday overseas or in the UK, please notify us before you book if you or any member of your party has special requirements or any relevant disability. We are keen to plan arrangements for your holiday so that special needs and requests can be accommodated, as far as possible. If you will need assistance or special facilities in the hotel, or may have difficulties in taking part in excursions or boarding and travelling on the coach or other means of transport, you must let us know in advance. Drivers cannot act as carers for passengers at departure, during the journey or on arrival at destination. Our drivers will, of course, be happy to provide general assistance to passengers but will not be expected to: 1) Provide assistance that extends to bodily lifting and carrying of any passengers on and off the coach. 2) Undertake any action that may put their health, safety, welfare or legal requirements for a break in duty at risk.
We recognise that not all our holidays will be suitable for people with disabilities and mobility problems. Some tours involve a great deal of travelling and changes of hotels and it is not possible for our driver(s) to provide a sufficient level of care, particularly in cases of poor mobility. If each passenger who has a disability is accompanied by a companion who can provide the necessary assistance, and the coach steps can be negotiated, then you are most welcome. We are pleased to carry your folding wheelchair or walking frame in the luggage compartment, but you MUST notify us of your intention to bring one. We regret that due to health & safety, we are unable to carry battery-powered wheelchairs or mobility vehicles on our feeder minibuses and small coaches. We will only carry them on tour vehicles if there is sufficient space in the luggage compartment and a travelling companion is present to lift and handle the mobility vehicle. It is not the drivers responsibility to handle mobility vehicles. Mobility vehicles must be brought to our depot before you book a holiday so we can confirm if the vehicle is suitable to be transported in the luggage compartment of our vehicles. Passengers with these types of vehicles MUST board the coach at our depot in Wigton and as space is limited, only 1 SMALL mobility vehicle will be allowed per tour. Please do not be offended if a mobility vehicle is refused as we will not jeopardise the practicalities and smooth running of the tour.
All entrance tickets are issued by the driver or hostess on the coach. Many tickets have to be picked up at the venue on the day.
A Host/Hostess Service is provided on some UK and European Tours. The host/hostess is there to ensure that you enjoy your holiday, providing friendly and knowledgeable customer service and of course tea, coffee, soft drinks and some snacks at a small extra charge.
Smoking is not permitted on our coaches. Electronic cigarettes are also prohibited.
Our office hours are 08.00am to 17.30pm Monday to Friday and 9.00am 13.00pm on Saturday. If you are calling during these hours, please telephone 016973 49999. For emergencies outside of office hours, please call 07890 501006.
Every effort has been made to ensure that all details within our brochures and leaflets are correct at the time of going to print. The brochure is merely a guide for you to make your holiday choice and we cannot accept responsibility for changes that may occur.
Updated July 2023